Sending Guests Messages through the Extranet Messaging Portal
Just thought we would share an experience that happened to us very recently. We have been using Booking.com for nearly a year now and have had many bookings, but every now and then we would receive a phone call from an upcoming guest asking for all the details we provide through the messaging portal on the extranet.
We have spent a good length of time, like most of you know doubt setting up templates for each of our properties, one to say hi and thank you for booking and please check back nearer to your stay for another message (template) which will then give directions, lots of information about the property, door codes, contact numbers and so on.
While we were out and about a guest has called us to ask for all the information that we know we have already sent via the extranet portal. Being in a situation with no access to booking information, we informed the guest to log back into their booking.com account and all the information has been provided, the guest then insists they do not have the information never received it, gets very angry and puts the phone down.
When we finally catch up with the guest who is now standing outside of the apartment very frustrated and upset, they show us what they have received, and they are correct, not a single message from the portal has been sent to them.
It turns out that if they book through Booking.com but decide they do not want to set up and account they don't have to, which then means they have no access to the portal messaging.
We have now taken measures to make sure all our guests receive a message through the portal, via email and by text if they have supplied a mobile number. Having to do all these extra things to make sure our guests are happy and not giving terrible reviews somehow makes the messaging portal seem a little pointless ! We can not set up a code which is sent out by Booking.com as the door codes are constantly changing.
Hopefully this will be of some help to anyone who has been experiencing the same thing, and Booking.com can find a way to make sure the messages get through. We are now waiting for the bad review score to come and will have to find a way to rebuild our review rating as quickly as we can, very frustrating ....